For online stores selling higher-value goods
Answer "never arrived" and "not as described" disputes with your shipping records
For stores on WooCommerce or their own site, taking payment through their own Stripe account. Upheld's flat pricing makes the most sense for higher-value orders: below about $150 a dispute, percentage-based tools can cost you less.
The disputes you'll see most, and what answers them
The customer says the package never arrived.
What answers it
- Carrier, tracking number, and a delivered scan
- Signature or delivery photo for higher-value orders
- Delivery to the address on the order
When accepting is the better choice
Tracking shows no delivery, a return to sender, or a different address.
The customer says the item doesn't match the listing or is faulty.
What answers it
- The product page as it was when they ordered
- Your reply to their complaint and the remedy you offered
- Whether a return was received
When accepting is the better choice
You sent the wrong item, or they returned it and weren't refunded.
The cardholder says they didn't place the order.
What answers it
- 3D Secure authentication, if the payment used it
- Delivery to the billing address or an address used on earlier orders
- Earlier undisputed orders from the same customer
When accepting is the better choice
It shipped to a new address with nothing linking the cardholder.
Questions
I sell on Shopify Payments. Can I use Upheld?
You can use the free tool and enter disputes by hand. Stores on Shopify Payments don't have their own Stripe account, so Upheld's Stripe connection can't reach their disputes.
Tracking says delivered, but the customer says it never arrived. What wins?
The carrier's delivery record to the address on the order, with a signature or photo for higher-value orders. Attach the record itself; banks don't open tracking links.
Is flat pricing worth it for small orders?
Below about $150 a dispute, a percentage-of-win tool can cost you less, and our fee comparison shows that. Flat pricing is built for higher-value orders.
Does a won dispute still count against my account?
Yes. A dispute counts toward your dispute rate with Stripe and the card networks whether you win or lose, so preventing disputes matters as much as winning them.
Will Upheld send anything to the bank without my approval?
No. You read every sentence of the response, with the source of each fact beside it, and nothing is submitted until you approve it. With the free tool, you copy the draft and submit it yourself.
Have a dispute open now?
Get a draft built only from your answers, the evidence to attach, and an honest read on whether it's worth fighting. No sign-up.
Draft a free response